Who is Ryan Liboiron? Overview
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Ryan Liboiron is listed as Team Lead Manager at HCLTech, based in Kelowna, British Columbia, Canada. AeroLeads shows a matched LinkedIn profile for Ryan Liboiron.
Ryan Liboiron previously worked as Team Leader Deskside Alberta at Rogers Communications and Senior Technology Support Technician at Rogers Communications. Ryan Liboiron holds Network And Telecommunications Engineering Technology, Information Technology from Okanagan College.
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Email format at HCLTech
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HCLTech
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Profile bio
About Ryan Liboiron
Ryan is an accomplished information technology leader including healthcare and telecommunications. Passions are leading people, improving workplace culture, processes, meeting and exceeding metrics/KPIs in complex environments. Experienced in Call Centres, Service Desk, On-site Support, and Cloud. Familiar with Best Practices, working and consulting with business leaders to improve business procedures.
Listed skills include Business Analysis and Itil.
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Ryan Liboiron's current company
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Hcltech
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7 roles
Ryan Liboiron work experience
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Team Leader Deskside Alberta
Senior Technology Support Technician
Interim It Service Delivery Manager & Support Specialist
Manage IT Service Delivery for 40+ companies across British Columbia. Responsible for hiring, coaching, andleading 2 direct reports. First point of contact for internal and external customers resolving IT issues including:Microsoft Azure, Office365, telephony, security, network and server infrastructure, ERP systems,procuring/managing/configuring/deploying workstations, hardware, software, mobile devices, back-up and restoresystems, and A/V equipment. Migrate customers from Gmail (or other email systems) to Office 365.- Created and implemented Request, Incident, and Change Management for Innov8.- Reduced incident tickets by 50% by resolving systemic issues for clients using Problem Managementtechniques.
Sep 2020 - May 2021
It Support Manager
Managed IT services for 30 remote sites including: Microsoft Azure, Office365, Cloud-based telephony, network,infrastructure, and SAP. Introduced and implemented Request, Incident, Change and Problem Management. As amember of the Steering Committee, I introduced several Call Centre best practice metrics and KPIs, configured thetelephony system to capture and report metrics. Reported metrics and KPIs to key stakeholders.- Reduced Incident tickets by 90% by resolving systemic issues for clients by using Problem Managementtechniques.- Successfully migrated SAP Business One from AWS to MS Azure.- Implemented IVR for Telephony system using Cloud-based telephony system.- Created Knowledgebase Management System.
May 2018 - Oct 2019
Regional Manager - Support Services
Led a team of 30 unionized IT professionals in a Call Centre that continually met and exceeded service levels withinhighly complex government healthcare contracts. Managed IT services and operations for Interior Health, NorthernHealth Authorities, IBM Canada and BCCSS. Ensured day-to-day business activities were logged, tracked andresolved in a timely manner and acted as the point of escalation when complex issues arose. Formulated anddeployed long-term strategic plans for acquiring and enabling efficient and cost-effective resources and processes.Applied workforce management best practices and tools to forecast and schedule staff. Responsible for hiring,terminations, employee performance and attendance management while administering the collective bargainingagreement. Prepared and presented regular staff performance reviews and conducted frequent coaching sessionswith a focus on work quality improvement activities.- Promoted to Regional Manager Support Services after 3 years as a supervisor.- Met with Account Executives and clients to formulate and execute continuous service improvementactivities. Resolved all systemic and major issues.- Received the only 100% Customer Satisfaction result in the organization.
Sep 2007 - Apr 2018
Senior Technical Support Leader
Lead a team of 30 technical support specialists in as call centre
Sep 1998 - Jun 2003
5 education records
Ryan Liboiron education
Network And Telecommunications Engineering Technology, Information Technology
Azure Administrator, Microsoft Azure
Global Knowledge
Itil Foundations V3
Global Knowledge
Organizational Leadership
Dynamic Achievements
Pathways To Leadership
Interior Health Authority
FAQ
Frequently asked questions about Ryan Liboiron
Quick answers generated from the profile data available on this page.
What company does Ryan Liboiron work for?
Ryan Liboiron works for HCLTech.
What is Ryan Liboiron's role at HCLTech?
Ryan Liboiron is listed as Team Lead Manager at HCLTech.
Where is Ryan Liboiron based?
Ryan Liboiron is based in Kelowna, British Columbia, Canada while working with HCLTech.
What companies has Ryan Liboiron worked for?
Ryan Liboiron has worked for Hcltech, Rogers Communications, Innov8 Digital Solutions, Bigsteelbox, and Ism Canada.
How can I contact Ryan Liboiron?
You can use AeroLeads to view verified contact signals for Ryan Liboiron at HCLTech, including work email, phone, and LinkedIn data when available.
What schools did Ryan Liboiron attend?
Ryan Liboiron holds Network And Telecommunications Engineering Technology, Information Technology from Okanagan College.
What skills is Ryan Liboiron known for?
Ryan Liboiron is listed with skills including Business Analysis and Itil.
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